Using Microsoft CRM
A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.\ Special Edition Using Microsoft CRM shows sales, service,...
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A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.
1Introduction12CRM Basics113The CRM Landscape: Why Now?314Microsoft CRM Functional and Conceptual Overview515Setting Up Microsoft CRM756Homepage, Workplace, and Navigation1077Sales Force Automation (SFA)1398Microsoft CRM Sales for Outlook1699Customer Service19910Microsoft CRM Reports22711Configuring Microsoft CRM25912Workflow29313Microsoft CRM Integration and Data Conversion32914Customizing Microsoft CRM35315Redesigning Your Business for Customer-Centricity37716Managing Your Service Vendors40117Installing and Maintaining Vendor Software and Services42718Understanding the CRM Marketplace44919Accessing the CRM Online Community46320Selecting a Consultant for Help Implementing Microsoft CRM47921Future Directions for Microsoft CRM485Index495
